Marissa Copen

• Provide accurate product information and assist with model selection
• Marketing Support Help with dealership promotions, social media posts, and customer events.
• Update website listings with photos and descriptions.
• Coordinate with Financial Services team to process financing and complete sales
• Prepare and process all tag and title paperwork for customer purchases
• Acquire and maintain basic warranty
• knowledge to support customer questions and dealership requirements
• Assist with administrative and financial tasks including preparing deposits and cutting checks
• Answer and direct incoming phone calls to appropriate departments
• File and scan documentation for internal use and customer records
• Upkeep on sales building cleanliness and supplies.
• Maintain CRM data, follow up with leads, and monitor inventory updates
• Deliver top-tier customer service and build lasting client relationships

• Inbound Lead Management
• Answer phone calls, website chats, and online inquiries.
• Respond quickly to internet leads via email, text, or call.
• Outbound Lead Follow-up
• Call and email prospects who previously inquired but haven’t purchased.
• Follow up with unsold showroom visitors
• Appointment Setting
• Schedule sales or service appointments.
• Confirm and remind customers of upcoming appointments.
• Reschedule missed or canceled appointments.
• Customer Relationship Management (CRM) Updates
• Log all customer interactions in the CRM.
• Update customer contact information.
• Track customer status (hot lead, appointment set, no-show, etc.).
• Lead Nurturing
• Send follow-up emails or texts to keep prospects engaged.
• Share special promotions, new inventory, or service reminders.
• Qualification and Needs Analysis
• Ask qualifying questions to understand customer needs.
• Adjust messaging based on lead type (new, used, service, finance, etc.).
• Handling Customer Objections
• Overcome scheduling objections ("I'm just looking," "I'm too busy") to get appointments.
• Defer complex questions to appropriate sales or service staff.

• Supervised associates and delegated tasks to maintain store operations
• Managed cash handling, inventory control, and store presentation
• Assisted in pharmacy by filling prescriptions and addressing patient needs
• Responsible for opening and closing procedures, vendor coordination, and returns
• Ensured excellent customer service and support across all areas
• Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
• Managed inventory levels on the sales floor, ensuring optimal stock availability.
• Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.

• Oversaw multiple departments ensuring product availability and presentation
• Coordinated with team members and scheduled daily tasks
• Provided consistent and friendly customer service
• Managed cash handling, inventory control, and store presentation
• Trained new employees and led by example in a fast-paced retail environment